Director, Client Operations

Director, Client Operations

About Publicis Commerce:
Informed by data, our passionate team strives to deliver Hero Moments for our clients' brands in the final mile of the retail customer journey. We pride ourselves on being able to provide winning client solutions delivered across 7 core capability areas:
Data & Consumer Insights;
Shopper Marketing & Integrated RTM;
Field Marketing;
Events & Activations;
Promotional, Risk, Reward & Loyalty and Retail POS Strategy.

We're seeking a Director, Client Operations. This position ensures that the team operates in a highly efficient manner while maintaining the highest quality standards. Supports the Lead and team by managing scoping, client finances, and establishing processes and ways of working to consistently deliver a best-in-class product and service. Candidates must reside within a commutable distance from one of our offices in Detroit (Troy), Rogers, AR, Chicago or New York for a hybrid work schedule.

Key Job Responsibilities:

• Business Management
• Financials
• Client Liaison
• Onboarding and Training

Performance Expectations:

Business Management

• Partnering Client Lead with annual scope development and custom scope enhancements
• Monitor staff allocation and budgets, flagging changes in scope that affect resourcing and recommends action in partnership with Client Leads
• Manages scopes and process to ensure team is both funded and reports at 90% billable.
• Identify and support the building of tools to assist in the scoping process (e.g., AI/Marilyn integration)
• Explore new roles or ways of working to meet client needs
• Develop and manage clear communication plans
• Plan and lead weekly meetings to discuss present and future issues/updates
• Support developing and contributing to QBRs
• Design and develop solutions to resolve issues
• Manage team resources (external data sources like Kantar, IC's, research and report sharing within the team and to input into Marilyn)
• Work closely with New Business lead on RFI/RFP responses to identify needs or resources, as well as determining appropriate allocation, budgets and staff recommendations
• Coordinate agenda and content for VP team meetings

Financials

• Provide monthly financial updates
• Optimize funding/utilization based on monthly reports
• Review performance data to measure productivity, goal achievement and determine areas needing improvement

Client/Procurement Liaison

• Work with Client Ops/Procurement to thoroughly know the business
• Participate in Client process changes to share ownership of implementation

Onboarding and Training

- Onboard new team members and Clients

- Identify and deploy training to improve overall productivity (e.g. brief training)

- Manage ongoing best practices forums

Skill Sets Required:

· Bachelor's degree in advertising, marketing, business or related field

· 10+ Years of marketing or Operations experience, agency or project management experience preferred

· Interest in the Operations discipline

· Experience in retail is a plus

· Proficiency in Word, Excel and Power Point

· Ability to manage time, adhere to strict timelines, multitask and work well under pressure

· Ability to partner with Client Operations and Procurement

· Ability to lead and drive alignment across teams and seniority levels

· Proactive nature in the seeking of work/responsibility

· Dependability in execution of work and as member of assigned team

· Enthusiastic, solution-oriented attitude in accepting work/new challenges

· Desire to learn all aspects of the assigned client scope of work and tactics

· Effective interpersonal skills working well across functions

· Conscientious work ethic

Additional information

The Power of One starts with our people! To do powerful things, we offer powerful resources. Our best-in-class wellness and benefits offerings include:

Paid Family Care for parents and caregivers for 12 weeks or more Monetary assistance and support for Adoption, Surrogacy and Fertility Monetary assistance and support for pet adoption Employee Assistance Programs and Health/Wellness/Comfort reimbursements to help you invest in your future and work/life balance Tuition Assistance Paid time off that includes Flexible Time off Vacation, Annual Sick Days, Volunteer Days,…